“You said you’ve been struggling with customer retention for a while,” the sales rep said. “What led you to address it now?”
Unfortunately, before his prospect could reply, the rep followed it with three more.
“Did retention hit a new low? Or are you changing your organizational focus? A lot of folks reach out to me after hiring a customer success manager — does that apply to you?”
The buyer seemed a little overwhelmed, and responded with hesitancy in her voice: “Well, I guess you could say our goals are changing, so a change in organizational focus, I guess.”
Did you see what just happened? The buyer simply picked one of the sales rep’s options rather than potentially giving a reason he hadn’t anticipated.
In his rush to fill the silence, this salesperson missed a precious opportunity to learn more about his buyer’s pain.
Have you ever struggled to talk less? Read on for a simple — yet crazy effective — technique for doing just that.